Senior Care Ops – Armenia Launch (Founding Role)

About the role

Alan is seeking a senior Care Operations professional to lead the launch of its Armenia operations. This founding position will initially act as a PMO for the Q3 2026 launch and transition to full operational ownership from Q4 2026 onward.

Key responsibilities

• Design and iterate the Armenia Care operating model in collaboration with internal Care, Product, Engineering teams and external BPO partners.
• Define workflows, escalation paths, and handoff protocols between internal Care Experts and BPO agents.
• Manage BPO setup, ensuring SLA adherence, productivity, and member satisfaction.
• Establish and integrate the Armenia tooling stack (ticketing system, phone, automation) before first member interactions.
• Own the feedback loop to continuously adjust the operating model as activity scales.

Required profile

• Proven senior‑level experience in care or contact‑center operations, preferably within health or insurance sectors.
• Strong ability to build processes from scratch and lead cross‑functional teams.
• Excellent stakeholder management skills with BPO partners.

Required skills

What we offer

• Opportunity to shape a new market launch as the first Care Ops hire in Armenia.
• Collaboration with a fast‑growing European health insurer serving over 1 million members.
• Dynamic, mission‑driven culture focused on preventive health.